My Entitlements FAQ for downloading Broadcom licenses and products

Products

• Licensing - Symantec Products

Issue/Introduction

Frequently asked questions when downloading Broadcom, CA, and Symantec licenses or products, under My Entitlements.

Resolution

Add-on missing under the "Software add-on" tab for appliances on the portal

• Check if the Add-on Serial Number is under the same site ID as the Appliance Serial Number
• If the Site ID matches & you are still not able to see the appliance add-on, feel free to initiate a Chat with Customer Care (https://support.broadcom.com/)
• If the Site IDs don't match, please raise an Additional Site Access request on which Add-on resides to be able to link the add-on. To get access to the Site ID you may follow the following KB article https://knowledge.broadcom.com/external/article/142873

Cannot perform license swap - Spare Unit is missing under the "Swap" tab

• Check if the Replacement Unit Serial Number is under the same site ID as the Defective Serial Number.
  
• If the Site ID matches & you are still not able to perform a swap, feel free to initiate a Chat with Customer Care (https://support.broadcom.com/)
• If the Site IDs don't match, please raise an Additional Site Access request to which the Replacement appliance Serial Number is tied. To get access to the Site ID you may follow the following KB article https://knowledge.broadcom.com/external/article/142873
• Unable to locate a Site ID ? Please see the following article https://knowledge.broadcom.com/external/article/142873

Cannot view entire licensing portfolio under "My Entitlements"

• Ensure that your account has access to all the Site IDs for your company.
• If you don't have Site IDs linked to your account, please raise an Additional Site Access request. To get access to the Site ID you may follow the following KB article https://knowledge.broadcom.com/external/article/142873
• Unable to locate a Site ID ? Please see the following article https://knowledge.broadcom.com/external/article/142873

How to get a license key

License keys can be downloaded using the Broadcom Support Portal. To download the license, please follow the steps mentioned in the article License Download.

Note: You need access to the active/valid Site ID. Unable to locate a Site ID ? Please see the following article : https://knowledge.broadcom.com/external/article/142873

How to download a Bluecoat license

Bluecoat licenses are available on the Broadcom Support Portal. To download the Bluecoat license, please refer to Point 8 mentioned in the article License Download.

How to split, merge, combine license files

We no longer support this functionality. If you need any clarifications, please contact your Sales Account Manager.

Unable to view my license files on the Support Portal

There could be multiple reasons why the license files are not available on the Support Portal. For more details, please refer to the article unable to see the product in License Portal.

How to generate SLF files

SLF files can be regenerated on the Support Portal. To generate the license key, please follow the steps mentioned in the article License Download or contact Broadcom Customer Care.

How to get a Symantec NFR licenses

If you are a reseller looking to obtain an NFR licenses for Non-Production/Demo usage, please send the details to the sales team by submitting the Sales form and one of our sales representatives will contact you.

How to obtain Symantec Trial or Evaluation licenses

Symantec Trial License can be obtained by contacting the Sales Team. A request can be sent to the sales team by submitting the Sales form and one of our Sales Representatives will contact and discuss the needs.

How to obtain Proof of Concept demonstrations

In order to obtain trial licenses for all Broadcom Software products, please contact your Sales Account Manager or the sales team if you are not yet a Customer. This team will be able to assist with the setup a Trial or a Proof of Concept demonstration. To contact the Sales team, please navigate to the Sales Contact Form. Complete the form and a Sales Representative will contact you to discuss the needs.

How to get a new license files

Download the license file via Support Portal by following the steps mentioned in the article Symantec License Download. If the issue still persists, open an issue with Broadcom Customer Care.

How to activate license keys

For any assistance on activating the license file, please open an issue with Broadcom Customer Care.

Where to find product End of Life or End of Support Life details

Release Details – the Release Details page where customers can access GA, EOL, EOSL information  currently available at https://support.symantec.com/ca/en/release-details.html will not migrate on Day  2 (Mar 2). We plan to establish a similar page available via the Broadcom Support Portal in a future release.

How to update the Technical Contact on my Contract

For updating Technical Contact on Contract, please open an issue with Broadcom Customer Care.

How to link components for Network Protection Appliances

Once the support ID is added to Broadcom portal, Login to portal (support.broadcom.com), Symantec Enterprise Security >> My Entitlements >> Search with the SN# or Support ID >> Click on the License >> Click on tab “Add-On” >> Click on Add and enter the passphrase/activation code. (Refer above issue : Add-on missing under the "Software add-on" tab for all my appliances on the portal )

How to perform Cold Swap for Network Protection products

Once the support ID is added to Broadcom portal, Login to portal (support.broadcom.com) Symantec Enterprise Security >> My Entitlements >> Search with the SN# or Support ID >> Click on the License >> click on Tab “Swap” >> Enter the details. (Refer above issue: Unable to perform license swap as Spare Unit is missing under the "Swap" tab.)

If you need any assistance, please create a ticket using the Customer Care webform.